From the Summer 2025 Issue
RCM Profile
Banafsheh (Bonnie) Kafi
Name: Banafsheh (Bonnie) Kafi
Designation(s): Regional Manager
Company: ICC Property Management
Year entered the profession: Aug. 2020
Year RCM obtained: November 2022
Other education: Bachelor of Science in Chemistry
Mentor(s) in the industry:
As a condominium manager, I've been fortunate to work with exceptional mentors who have greatly influenced my professional development: my former Supervisor, Mr. Babak. Ardalan was instrumental in building my foundational knowledge and instilling a strong, practical approach to property management. My current supervisor is Ms. Judy. Statham. Her consistent motivation and encouragement continue to motivate me to grow personally and professionally. I'm truly grateful for their guidance and inspiration throughout my journey.
What path brought you to a career as a condominium manager?
I spent several years working in the pharmaceutical industry, where I managed a wide range of day-to-day operational tasks. Over time, I realized I had a strong passion for management and client service.
During the challenges of the COVID-19 pandemic, I began to reassess my career goals and decided to transition into condominium management, a field that aligned with my strengths in organization, problem-solving, and communication. It was a perfect fit, allowing me to apply my skills in a dynamic and rewarding environment.
How has your membership in ACMO helped you in your career?
Being a member of ACMO has significantly supported my career development. It has provided me access to valuable resources, ongoing education, and industry updates that keep me informed and compliant with best practices. The professional network and learning opportunities—such as webinars, seminars, and certification pathways—have helped me build confidence and credibility as a condominium manager. ACMO's support has been instrumental in my transition into this field and continues to help me grow professionally.
What is one must-have skill for a condominium manager? Why?
One must-have skill for a condo manager is effective communication. This role requires constant interaction with residents, board members, vendors, and maintenance staff. Being able to convey information clearly and professionally, resolve conflicts, and manage expectations helps maintain a harmonious community and ensures issues are addressed promptly and efficiently.
Tell us about a personal success story on the job.
One personal success I'm proud of was identifying a gap in how we support residents and staff during emergencies. I proposed integrating mental health support into the building's emergency response plan. I believe that emergencies not only affect physical safety but can also trigger emotional and psychological distress.
Implementing this approach improves confidence and communication during incidents and helps foster a more supportive and resilient community.
What's your biggest challenge as a manager?
One of the biggest challenges I've faced as a condo manager is balancing residents' diverse needs and expectations while ensuring compliance with building policies and operational standards. Every resident sees their home as their personal space, and understandably, they may have different views on how things should be managed. This sometimes creates tension, especially around noise complaints, shared amenities, or renovation timelines. I've learned that clear communication, transparency, and empathy are key. I've worked on improving resident engagement through regular updates, listening sessions, and being present and approachable. While it's still a challenge at times, it's also been one of the most rewarding parts of the role—finding ways to create harmony in a shared living environment.
What's your favourite part of the job?
My favourite part of the job is helping people grow and succeed. Whether it's mentoring a team member, solving a challenge together, or seeing someone step into a leadership role they've worked hard for—that's really rewarding for me. I enjoy creating an environment where people feel supported, trusted, and motivated to do their best work."
Best business advice you ever received
The best business advice I received in the condo management industry was to take a proactive approach in all management aspects. This includes conducting regular audits, maintaining clear and consistent communication with all stakeholders, and implementing preventive maintenance plans. Being proactive helps avoid costly issues, builds trust with boards and residents, and ensures smoother, more efficient operations.
Answer this statement – I am an RCM because…
I worked diligently to earn the RCM designation and take great pride in this achievement. I view it as a badge of excellence and a testament to my commitment to the condominium industry. As an RCM, I am held to a higher standard and consistently strive to exceed the expectations of a general licensee. I firmly believe that RCMs will continue to be recognized as leaders in the field, setting themselves apart through professionalism and dedication.
Where do you see yourself in five years?
In five years, I see myself growing into my role within the condo industry.
I aim to deepen my understanding of condo operations, regulatory compliance, and resident relations while contributing to the success of a reputable company. I'm also interested in expanding my expertise in sustainable building practices and technology integration, as I believe they're shaping the industry's future.
What recent project that you completed can we highlight?
I have completed several mechanical, plumbing, and electrical audits with consulting engineers. These proactive assessments are part of best practice and aim to identify potential issues early before they escalate into more costly problems or cause significant inconvenience to residents.
